Content about Customer retention

October 26, 2011
Equipping Contact Center Agents to Deliver Personal Service

Intelligent workflow technology that integrates with call routing systems to identify agent idle time and push training and coaching activities to the agent’s desktop is one way contact centers are improving the customer experience.

By Matt McConnell, President and CEO,  Knowlagent

“Wow! That automated attendant really delivered great service!” In an age of automation, how often do you hear a customer enthusiastically share a positive experience with a self-service or instant-service communication channel?

June 2, 2011
Measuring Customer Service Training’s Impact

By investing in customer service training, employees will learn skills to provide better service up front and also uncover ways to reduce customer dissatisfaction. But the employee contribution is only part of the equation. A company must do its part by completing the pre-planning, goal setting, measurement, and readjustment phases.

By Kristen Meletio Kmetz, Regional Training Account Manager, Signature Worldwide